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Job Title: Customer Assistance Coordinator – Home Emergency
Location of work: Office/Hybrid - Croydon
Salary: £27,013.60
Bonus: £1,545 performance bonus
Start date – 07th May
As a Home Assistance Coordinator, you will be helping our customers in their hour of need across the UK.
You will be delivering outstanding experiences by providing practical solutions and advice at a time when your help is needed most.
You will use your organisational skills in a kind and empathetic way, ensuring our customers are cared for at every step of the way. From a burst pipe, broken boiler or leaky roof you will be handling both in and outbound calls, ensuring you have all the relevant information to enable you to appoint the necessary contractor to carry out repairs. You will utilise your excellent communications skills to keep customers informed at all times. Sometimes you may have to deliver bad news (not every eventuality is covered!), therefore you will be comfortable with difficult conversations.
Hours: This position is based on a 35-hour week and will include working weekends and bank holidays, covering shifts between 7am to 6pm Monday - Sunday. We understand the importance of work-life balance with our employees working a hybrid solution of 60/40 office/home working.
Our vision is to be renowned as the caring premium UK Assistance provider. We strive to deliver an exceptional customer experience at all points of assistance. To achieve this –
You will:
- Handle all in and outbound calls in a helpful, polite and professional way
- Provide proactive solutions to our customers
- Monitor all aspects of the task to ensure all services are provided at the agreed time and customers are kept fully appraised of the progress
- To ensure all product and technical knowledge is applied at every opportunity
- Handle all regulated complaints within the FCA complaint guidelines
About you:
- You will have a good level of general education, including Maths & English GCSE or equivalent
- A genuine desire to provide a high level of Customer Service
- Have the ability to effectively manage multiple cases
- Able to show empathy and remain calm in a pressurised environment
Staff Benefits
You will receive excellent training for this role as we are dedicated to ‘Achieving Excellence Through Learning.’ You are always encouraged to bring your ideas and highlight any areas for improvement in processes.
In exchange for your expertise, experience and enthusiasm, we will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits.
We will provide you with competitive annual leave and contribute towards a company pension scheme. You will have access to a range of discounts on products, as well as vouchers and discounts for high street and online retailers. You will also benefit from our company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Travel Insurance, Roadside Assistance free after 6 months’ probation, Corporate Social Responsibility and an Interest free season ticket loan after probation.
Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation.
Join us. Let's care for tomorrow.
Altitude-Recruitment Limited acting as an Employment Agency and Employment Business.
